Manager Customer Experience

Tasks:

• Drive the regional strategy and ensure cross-functional integration, management, and planning for a best-in-class Customer Experience across the customer journey, maximizing customer excitement at each individual touch point.
• Manage and develop the Customer Experience function to enhance performance by setting clear KPIs and measuring against these on a regular basis to ensure continuous improvement.
• Work effectively with all peers and teams in Marketing, Business Development, New Business Fields, Sales, and After sales along the value chain to negotiate and influence improvements in the Customer Experience.
• Define and support multichannel programs designed to convert, retain, and grow existing and new strategic customer groups.
• Establish and maintain efficient and effective customer service processes across channels to ensure any concerns are addressed and resolved in a timely and appropriate manner
• Review industry best practices and use customer insights and analytics to identify organization-wide improvement opportunities and present these to management.
  
  

Requirements

• Bachelors or Masters degree in business administration, management studies, or other relevant degrees
• Very well-established project management and data analytical skills, and aptitude for technology and systems
• Highly motivated team player with excellent communication and interpersonal skills
• Fluency in written and spoken English as a minimum; additional, regional language skills advantageous
• Willingness to work in a multicultural environment and to travel within the Asia Pacific region and Europe